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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| Topic 2: Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Describe AI capabilities within Webex Contact Center architectures
|
| Topic 3: Telephony and Call Routing | 30% | - Troubleshoot voice channels configuration mismatches
- Configure Webex Contact Center telephony integration and system interfaces - Configure infrastructure components to route voice calls within Webex Contact Center flows
|
| Topic 4: Tenant Configuration and Reporting | 30% | - Describe network requirements for Webex Contact Center systems - Configure desktop layouts and custom desktop profiles for agents and supervisors - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure Webex Contact Center users and identity records - Analyze real-time and historical dashboards to isolate operational constraints - Configure multi-tier customer experience variables and thresholds |
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NEW QUESTION # 30
An administrator must set up a way to authenticate users via SMS using a randomly generated passcode. Which two nodes in Webex Connect are needed to implement this authentication?
(Choose two.)
Answer: D,E
Explanation:
The Generate OTP node creates the random one-time passcode used for authentication. The SMS node sends that passcode to the user's mobile number so the user can verify their identity.
NEW QUESTION # 31
Which configuration action must be taken to enable the real-time transcripts AI Assistant feature?
Answer: A
Explanation:
Real-time transcripts require the media stream to start before the conversation is sent to the queue or agent.
Cisco's AI Assistant real-time transcription feature depends on capturing and streaming the call audio so the platform can produce transcript data for the agent and downstream AI features. If the Media Stream node is placed after the Agent Answered event, the transcript starts too late and misses the early customer interaction and queue/agent transition context. A Condition node can be useful for branching but does not enable transcription by itself. Configuring a Scripted AI Agent is unrelated to enabling AI Assistant real-time transcripts for a live-agent call. The correct flow action is to add the Media Stream node before the call reaches the queue or agent so the media is available for transcription at the right point in the call lifecycle.
Reference: Cisco Help, Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist; AI Assistant reports in Analyzer.
NEW QUESTION # 32
An administrator needs to authenticate users to Webex services using the company's existing identity provider. Which technology enables this integration?
Answer: D
Explanation:
SAML SSO allows organizations to integrate Webex authentication with enterprise identity providers such as Azure AD or Okta. Users can authenticate using existing corporate credentials.
SNMP, CAPF, and TFTP are unrelated to federated identity and single sign-on authentication workflows.
NEW QUESTION # 33
A Webex administrator is adding a new phone number allocated by their Cloud Connected PSTN provider to be configured as Webex Contact Center Entry Point to route inbound calls into the Contact Center IVR. Which two numbers must be used to configure the phone number? (Choose two.)
Answer: A,D
Explanation:
Webex Contact Center phone numbers for entry points can be configured using a valid national phone number format or E.164 format. The number with parentheses is a valid national format, and the number with the country code prefix is a valid E.164-style format for routing inbound calls into the Contact Center IVR.
NEW QUESTION # 34
A company wants to provide business continuity if WAN connectivity to Webex Calling is interrupted. Which Cisco solution supports local call survivability?
Answer: C
Explanation:
A Survivable Gateway enables local call processing functionality during WAN or cloud outages.
Phones can continue placing internal and limited PSTN calls even if connectivity to Webex Calling services fails. Edge Audio and Emergency Responder address different collaboration requirements unrelated to local survivability.
NEW QUESTION # 35
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